creating a vision in agile environment
TRANSCRIPT
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UX VISIONEVOLVINGIN AN AGILE ENVIRONMENT
Lilach KantorUX expert @ NICE Enterprise
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The NICE
Customer Journey
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How? Why?
The questions
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The questions
Customer
behavior patterns
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HOW CAN WE IMPROVE THE CUSTOMER EXPERIENCE???
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This is Dave
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Canceled account
Called customerService - IVR
Visitedweb page
Receivedemail
Talkedto agent
Dave
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Canceled account
Called customerService - IVR
Visitedweb page
Receivedemail
Talkedto agent
Dave
Dave
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Differing perspectives
Dave’sperspective
Organization’s
perspective
One organizationBranch / Mobile /
Website / Call center
Back office Email
Website
Call Center
IVRCall
CenterVoice
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Visualizing a single journey is simple
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Visualizing multiple journeys is complex
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HOW DO WE VISUALIZE BIG DATA?
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Identify patterns
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Consolidate the view
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Aggregate journey data
1 2 3 4 5 6 7
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100%120,000
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100%120,000
50%60,000
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100%120,000
50%60,000
80%48,000
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45%
100% 25%
20%
20%
50%
100%
88%
100%
100%
100%
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45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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IS THE UI EFFECTIVE?
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Test it with real users
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How many journeys Started
here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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How many journeys Started
here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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How many journeys
ended here?
45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
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WE LOST CLARITY
Where does the Journey start?Where does it end?
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Validating possible solutions
1 2 3
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Most effective solution
1 2 3
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45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
Ended here30%675
Ended here100%450
Ended here100%1,125
Ended here100%880
Ended here100%1,250
Ended here12%120
Ended here10%500
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45%2,250
100%5,000
25%1,250
20%1000
20%450
50%1,125
100%1,250
88%880
100%880
100%1,125
100%450
Ended here30%675
Ended here100%450
Ended here100%1,125
Ended here100%880
Ended here100%1,250
Ended here12%120
Ended here10%500
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BEHIND THE SCENES – THE UX PROCESS
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Product concept
Prototype
BrainstormingProduct
requirements
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Product concept
Prototype
BrainstormingProduct
requirements Product Roadma
p
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Product Roadma
p
Focus on:• User stories• Good usability• Business needs• Innovation• Real data
• Future capabilities
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Short Rangedevelopment
Long rangeVision
• User stories
• Good usability
• Business needs• Innovation • Real data• Future capabilities
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2
different designs!
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Business needs
UX Concep
t
Detailed design
Visualdesign
Design 1: Designing a long range vision
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Design 2: Designing for short range development
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
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Simultaneously
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Business needs
UX Concep
t
Detailed design
Visualdesign
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
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Simultaneous design
Advantages:
• Deeper product understanding
• Unified product vision
• Internal product promotion
• Faster design process
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Business needs
UX Concep
t
Detailed design
Visualdesign
Release plannin
g
2st sprintUX design
1st sprintUX design
1st sprint
planning
Visualdesign
2nd sprint
planning
Usability
testing
Usability
testing
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Short Rangedevelopment
Long rangeVision
Usability
testing
Usability
testing
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TAKEAWAYS
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Don’t oversimplify your design
Validate both the product and the planned solution
Invest in your vision!
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Questions?